We aim to provide a high level of customer service including the handling of complaints.

This statement incorporates an outline of our procedures for the handling of verbal and written customer complaints in relation to our services.

Your Legal Rights

Nothing in this statement of Customer Service Standards limits or detracts from your rights under The Trade Practices Act, The Privacy Act, Financial Transactions Reporting Act or any other laws. You do not have to follow the complaint handling procedure in this Statement. You are always free to take independent action to enforce your rights. However, we believe that our complaint handling procedure will provide a quick effective resolution of your concerns.

Part A: Complaint Handling Procedures

How We Handle Complaints

We aim to provide an efficient, fair and accessible mechanism for handling complaints.

Our directors Angela Del Marco or Susanne Temperley will be your single point of contact within Asset Financial Services whether you wish to register a complaint about our consultants or our customer service staff. Our aim is to ensure that our complaint handling process is accessible to all customers.

We will, where requested, provide you with reasonable assistance in formulating and lodging a complaint and with details of the information we will require to progress your complaint.

You can contact our Angela Del Marco or Susanne Temperley using any of the following methods:

Email: enquries@assetfinance.com.au
Website: www.assetfinance.com.au
Customer Service Phone: 07 55 268 272
Customer Service Fax: 07 55 268 370

When you lodge a formal complaint with us, Angela Del Marco or Susanne Temperley will provide you with a Complaint Reference Number. This will allow you to make inquiries on the progress of your complaint. We will inform you if there is any change to your Complaint reference Number.

Statement on Customer Service Standards

Providing customers with easy access and a point of contact to lodge a complaint is fundamental element of our overall complaint policy. Each person you deal with will identify himself or herself so you know with whom you are speaking.

Angela Del Marco or Susanne Temperley have the training and authority to deal with most of the problems or enquiries that customers have ‘on the spot’. Those of a complex nature will be escalated for discussion seeking acceptable resolution. Where possible, we will target to resolve your complaint within 96 business hours of your call.

If we cannot resolve a complaint within 96 hours of your call, we will, wherever possible, advise you at the time you make a complaint or within 10 working days of you making a complaint, of the complexity of the investigation your complaint will require and a timeframe for the possible resolution of your complaint.

Our aim is to resolve complaints as soon as we can after receiving them. In most cases, we will resolve and finalise complaints within 30 calendar days. In some cases, the circumstances or complexity of the complaint may mean that it will not be possible to finalise your complaint within a 30-day time frame.

Where more than 30 days is required to finalise your complaint, we will provide you with regular updates on the progress of your complaint and the likely timeframe for finalising your complaint.

To provide a review on the handling of complaints Angela Del Marco or Susanne Temperley will:

  • Randomly check records of complaints received to ensure that a solution satisfactory to all is reached.
  • Call back a cross section of customers to discuss the handling of the complaint
  • Review all complaints that have not been resolved within our stated timeframes and determine what action is needed to resolve those complaints.

We will advise you of the outcome of our investigation of your complaint. If you request, we will do this in writing.

We will not demand payment of genuinely disputed amounts where a complaint is being investigated.

We will not impose complaint handling charges on you except in special circumstances. For example, we may charge you complaint handling fees where your complaint requires retrieval of archival records that are more than one year old.

Part B: How to Appeal to our Customer Relations Team

If you are not satisfied with the way in which your complaint has been handled by Angela Del Marco or Susanne Temperley you can request to be escalated for discussion between the two directors. Once the issue is raised with them, they will aim to resolve the complaint as soon as possible and within our stated timeframes for resolution.

The Senior Manager will deal with you personally and not pass any messages through other staff.

A common difficulty with these internal appeal processes is that the file gets passed from hand to hand and the customer has to re-explain the problem each time. To avoid this problem we will endeavour to have one person assigned the responsibility of guiding your complaint through the entire appeal process.

This person will continue to be your single point of contact at Asset Financial Services Pty Ltd for the length of the complaint. They will be responsible for reviewing the progress of resolving the complaint and keeping you informed.

Contact Numbers
Phone: 07 55 268 272
Fax: 07 55 268 370

We prefer to deal with complaint and enquiries by telephone as this usually allows a quicker resolution, however if you wish to lodge a written complaint you can forward your correspondence to:

Asset Financial Services Pty Ltd
Customer Service
PO BOX 13
SURFERS PARADISE QLD 4217

A verbal or written acknowledgement will be made within 72 working hours after receiving your letter with a time frame for investigating your complaint and when you can expect us to contact you.

Part C: Review of our Complaints Handling Policy

We will review our complaint handling process at least once every two years to ensure that it is delivering fair and reasonable outcomes, and where necessary we will make amendments to our complaints handling policy based on these reviews.

We will update this document, which sets out our policy and procedures for handling of customer complaints, to reflect any changes to the complaint handling process. You may request a copy of our policy at any stage.

Part D: Taking Appeals outside Asset Financial Services Pty Ltd

We believe that our internal appeal process will provide the most effective and quickest way to resolve complaints. However, if you are not satisfied with our review of your complaint or the way in which we have handled your complaint you can ask that the Credit Ombudsman Services Limited ABN 59 104 961 882 (COSL) to assist. You can refer a complaint to the COSL at any time. You do not have to go all the way through our review process before approaching the COSL. You should note however that the COSL is intended as a ‘last resort’ to people with complaints.

To lodge a complaint with the COSL you can:
Telephone 1800 138 422
Fax (02)8273 8440

Make a complaint online: http://www.cosl.com.au/Make-a-complaint

Post your complaints form to:
Case Management Team
C-/ Credit Ombudsman Services
PO BOX A252
SYDNEY SOUTH NSW 1235
Asset Financial Services COSL membership number: 400601